Professional Services Operations Manager

Professional Services Operations Manager

Join us as we deliver innovative and creative solutions to our customers. We're looking for a Professional Services Operations Manager with deep experience in Resource Management and. Reporting to the Sr. Director, Customer Success Strategy and Operations, this individual serves as Process Owner to the Professional Services pillar for thought partnership, strategy, planning, analytics, operations, systems, and process improvement. This role's impact is to future-proof the Professional Services organization by designing scalable processes that meet current operational needs, anticipate future needs, find efficiencies and strive to hold leaders accountable to company-wide metrics defined in VMTMs. The ideal candidate is an enthusiastic professional who thrives in a fast-paced environment and possesses a strong curiosity for "how things work" and "how things should work". You are a solution- and execution-oriented individual with a dedication for getting things done.

As Professional Services Operations Manager, you will:

• Partner with regional professional services leaders to identify and drive process improvements. Ensure successful implementation of new programs through the professional services organization.
• Support practice management and resource management in maximizing available capacity to staff customer engagements:
• Ensure timesheet compliance (completion, approvals)
• Partnership with Professional Services leadership and FP&A leadership maintain services capacity model
• Lead weekly PS Assignment calls
• Assist the team in adhering to strict utilization metrics
• Improve estimates vs. actuals accuracy
• Support the monthly timesheet reconciliation process with Finance
• Own all recurring processes for the Professional Services business, including:
• Weekly production of the Professional Services forecast report including new bookings, renewals, expansion, and attach rate
• Audits of Salesforce and PSA data to ensure operational excellence in our CRM
• The assignment of internal resources in the PSA and early identification of need for subcontracted resources
• Have awareness and support the subcontractor process as needed as it relates to PS team capacity
• Work with Procurement and Professional Services leadership to create and manage all purchase orders for subcontractors who deliver services to Amplitude customers.
• Ensure accuracy of data, reports, and dashboards to provide data-driven insights on key performance indicators (KPI) and standardized business metrics, including resource management data to aid with revenue and budgetary goals.
• Ensure effective use and adoption of the PSA solution for time tracking and capacity planning across the PS organization including leadership.
• Look for opportunities to incorporate AI and automation into the professional services operational cadence.
• Work with PS leadership to ensure effective use and adoption of the PSA solution for time tracking and capacity planning.
• Actively participate in the end-to-end execution of annual planning process to including ownership of the professional services team capacity plan, headcount, utilization, and goal planning against business metrics.

You'll be a great addition to the team if you have:

• Experience in building and maintaining effective working relationships with coworkers, managers, and employees, working effectively in a global team environment with shared responsibilities.
• Execution and customer service oriented skills, able to effectively prioritize and complete stakeholder deliverables on-time and drive outcomes.
• Previous experience with the Kantata-Mavenlink PSA tool.
• Other post-sales operations experience.

At a minimum, you need to have:

• At least 5 years of demonstrated progressive experience with professional services operations and/or resource management
• 2+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) tool.
• Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources
• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations.
• Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company.
• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment.
• Curiosity about how AI and automation can be leveraged in Professional Services Operations
• A self-starter mentality and the ability to work independently and as part of a distributed team